Connect Freshdesk to your agent

Connect your Freshdesk help desk as a source so your agent can answer from your ticket history.

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Before you start

• Available on all plans.
• You need your Freshdesk helpdesk domain (yourcompany.freshdesk.com) and an API key from your Freshdesk profile settings.
• Your API key inherits your Freshdesk user's permissions. Connect with an admin account if you want everything synced.

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Add Freshdesk to a new agent

1. Click New Agent

2. Under Customer Support, click Freshdesk.

3. Enter your Freshdesk domain.

4. Enter your API key.

5. Click Continue. Your domain and API key are validated before you can continue.

6. You'll see a message confirming your tickets will be imported, along with an Anonymize toggle for ticket content. It's off by default.

7. Click Connect.

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Add Freshdesk to an existing agent

1. On the agent you want to add Freshdesk to, click the three dots and select Build.

2. Click Add Sources.

3. In the dropdown, select Freshdesk.

4. Enter your Freshdesk domain.

5. Enter your API key.

6. Click Continue.

7. You'll see a message confirming your tickets will be imported, along with an Anonymize toggle for ticket content. It's off by default.

8. Click Connect.

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Things to know

• Internal agent notes on tickets are never imported.

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Related articles

• Manage your Freshdesk connection
• Enable Freshdesk auto-sync
• How Freshdesk integration works
• Freshdesk limit